Service Guide. Everything you need to make your international and domestic shipments easier

Service Guide Everything you need to make your international and domestic shipments easier

For easy reference, enter your FedEx Customer Number here: One single account number for all your import, export and domestic shipments Welcome to FedEx. At FedEx we always put you, our customer, at the heart of everything that we do. We are continually working to improve all aspects of our service so that we not only meet, but exceed your expectations. FedEx has 290,000 team members throughout the world each one motivated by the same commitment to ensure that your experience of shipping with FedEx is outstanding. Careful preparation is the key to successful export, import and domestic shipments. Your FedEx Service Guide shows you exactly what you need to do for every type of shipment, in easy, step-by-step tasks. To complete documents, we have a host of online applications that really do make your shipping easier, quicker and more reliable. And if you have any shipping queries, or need additional information, you can call us 2/7. Shipping with FedEx will save you valuable time and ensure that your shipment arrives safely and when it is required. Export, Import and Domestic Shipping with FedEx 1. Choosing the best FedEx service for your Export shipment 2. Choosing the best FedEx service for your Import shipment 6 3. Choosing FedEx for your Domestic shipment 8. Completing your FedEx Waybill 10 5. Completing your Commercial Invoice 12 6. Packing your shipment 1 7. Booking your collection 16 8. Tracking your shipment 16 9. Your FedEx Invoice 17 Additional, specialised FedEx services 18 Contacting FedEx 18

1 Choosing the best FedEx service for your outbound shipment OUTBOUND FedEx offers you a comprehensive portfolio of export shipping solutions, all designed so your packages and freight consignments get to their destinations on time, every time. We provide you with flexible service choices, comprehensive global coverage, continuous shipment visibility, and consistent reliability and service to meet all your shipping needs. Which FedEx service best meets your needs? Whether exporting, importing or shipping domestic - it s easy with FedEx technology How to get your rates and transit times Online Visit fedex.com: Click on Get rates and Transit Times on the roll-over navigation menu under Ship. Phone Call our Customer Service on 0800 0222 333 (netherlands) 02 752 75 75 (Belgium) 8002 35 55 (Luxembourg) Your export shipment Your destination Your transit times (1) Your FedEx service Dimensions Service features containing packages weighing up to 68 kg EUROPE USA Next day by 9am, 9.30am or 10am Next day by noon or end of business day FedEx Europe First FedEx International Priority Maximum 27 cm in length (always longest side) or 330 cm in length and girth combined (girth = 2 x height + 2 x width) Next day by 8am or 8.30am FedEx International First Next day by 10.30am, 3pm or end of business day FedEx International Priority CANADA Next day by noon FedEx International Priority Proof of delivery Money-back guarantee (2) Shipment tracking Dangerous goods (1) Customs clearance included (3) FedEx Global Returns U R G E n T that include items weighing between 68 and 1,000 kg LATIN AMERICA 2-3 days to key business centres FedEx International Priority ASIA - MIDDLE EAST - INDIA 2 days to key business centres FedEx International Priority AFRICA - OCEANIA 2- days to key business centres FedEx International Priority EUROPE 2-3 days FedEx International Priority Freight At least one item must weigh over 68 kg USA Next day before 3pm or 2 days by 10.30am or noon FedEx International Priority Freight or exceed the maximum dimension for CANADA 2 days FedEx International Priority Freight FedEx International Priority service Dimensional limits per package: length LATIN AMERICA 2-3 days FedEx International Priority Freight 302 cm, width 203 cm and height 178 cm ASIA - INDIA MIDDLE EAST - OCEANIA - AFRICA 2-5 days FedEx International Priority Freight L E S S U R G E n T containing packages weighing up to 68 kg that include items weighing between 68 and 1,000 kg EUROPE USA CANADA LATIN AMERICA 2-5 days days 3 days -6 days Maximum 27 cm in length (always longest side) Maximum 330 cm in length and girth combined (girth = 2 x height + 2 x width) ASIA - MIDDLE EAST - INDIA days AFRICA - OCEANIA -6 days EUROPE -5 days Freight At least one item must weigh over 68 kg USA - CANADA -5 days Freight or exceed the maximum dimension for LATIN AMERICA 3-5 days Freight service Dimensional limits per package: length ASIA - INDIA 302 cm, width 203 cm and height 178 cm -7 days FedEx International Economy MIDDLE EAST - OCEANIA - AFRICA Freight Proof of delivery Money-back guarantee (2) Shipment tracking Customs clearance included (3) FedEx Global Returns (1) To check service availability and precise transit times, please call our Customer Service or go to fedex.com. (2) Money-back guarantee: please see FedEx Conditions of Carriage for details. (3) Maximum declared value may vary depending on the country of destination, please call our Customer Service. 5

2 Choosing the best FedEx service for your inbound shipment INBOUND From small packages to heavyweight freight consignments, count on our unrivalled worldwide Express and Economy network to ensure your imports whatever their country of origin and destination always arrive on time. And our full suite of visibility solutions gives you the ability to control your shipments in real time, any time you want to, 2 hours a day, 7 days a week. Which FedEx service best meets your needs? Whether exporting, importing or shipping domestic - it s easy with FedEx technology How to get your rates and transit times Online Visit fedex.com: Click on Get rates and Transit Times on the roll-over navigation menu under Ship. Phone Call our Customer Service on 0800 0222 333 (netherlands) 02 752 75 75 (Belgium) 8002 35 55 (Luxembourg) Your import shipment Your origin Your transit times (1) Your FedEx service Dimensions Service features U R G E n T containing packages weighing up to 68 kg EUROPE USA CANADA Next day by 9am, 9:30am or 10am Next day by noon or end of business day FedEx Europe First FedEx International Priority Maximum 27 cm in length (always longest side) or 330 cm in length and girth combined (girth = 2 x height + 2 x width) 2 days by 9am, 9:30am or 10am FedEx International First 2 days by noon or end of business day FedEx International Priority 2 days by 9am, 9:30am or 10am FedEx International First 2 days by noon or end of business day FedEx International Priority LATIN AMERICA 3 days from key business centres FedEx International Priority ASIA - MIDDLE EAST - INDIA 1-2 days from key business centres FedEx International Priority AFRICA - OCEANIA 1-3 days from key business centres FedEx International Priority Proof of delivery Money-back guarantee (2) Shipment tracking Dangerous goods (1) Customs clearance included (3) FedEx Global Returns that include items weighing between 68 and 1,000 kg EUROPE 2-3 days FedEx International Priority Freight At least one item must weigh over 68 kg USA - CANADA 2-3 days FedEx International Priority Freight or exceed the maximum dimension for LATIN AMERICA 3- days FedEx International Priority Freight FedEx International Priority service Dimensional limits per package: length ASIA - MIDDLE EAST - INDIA 2- days FedEx International Priority Freight 302 cm, width 203 cm and height 178 cm AFRICA - OCEANIA 3-5 days FedEx International Priority Freight L E S S U R G E n T containing packages weighing up to 68 kg that include items weighing between 68 and 1,000 kg EUROPE USA CANADA LATIN AMERICA 2-5 days -5 days -5 days 5-6 days Maximum 27 cm in length (always longest side) Maximum 330 cm in length and girth combined (girth = 2 x height + 2 x width) ASIA - MIDDLE EAST - INDIA 3- days AFRICA - OCEANIA -5 days EUROPE 3-5 days Freight At least one item must weigh over 68 kg USA - CANADA -5 days Freight or exceed the maximum dimension for LATIN AMERICA -6 days Freight service Dimensional limits per package: length ASIA - MIDDLE EAST - INDIA -6 days Freight 302 cm, width 203 cm and height 178 cm Proof of delivery Money-back guarantee (2) Shipment tracking Customs clearance included (3) FedEx Global Returns (1) To check service availability and precise transit times, please call our Customer Service or go to fedex.com. (2) Money-back guarantee: please see FedEx Conditions of Carriage for details. (3) Maximum declared value may vary depending on the country of destination, please call our Customer Service. 6 7

3 Choosing FedEx for your Domestic shipment At FedEx our commitment is to meet your expectations for speed, reliability and ease of use. With our time-definite, door-to-door, overnight domestic service with same-day pick-up serving the whole of the BeneLux markets, you can always count on FedEx to get your urgent shipments to their destination, on time, every time. DOMESTIC Export, Import and Domestic: FedEx, working with you for all your shipments URGEnT Your shipment Your transit times Your FedEx service Dimensions containing packages weighing up to 68kg Next day delivery at noon to key business centres FedEx Priority Overnight Maximum 27cm in length (always longest side) Maximum 330cm in length and girth combined (girth = 2 x height + 2 x width) FedEx provides you with a one-stop, seamless and totally reliable service for all your shipping needs. Once we take delivery of your shipment - whatever it is, wherever its destination, no matter what special shipping requirements you have - you know it will arrive safely, on time, every time. Service features Proof of delivery Money-back guarantee (1) Shipment tracking Dangerous Goods accepted FedEx Global Returns (1) Money-back guarantee: please see FedEx Conditions of Carriage for details. Whether exporting, importing or shipping domestic - it s easy with FedEx technology How to get your rates and transit times Online Visit fedex.com: Click on Get rates and Transit Times on the roll-over navigation menu under Ship. Phone Call our Customer Service on 0800 0222 333 (netherlands) 02 752 75 75 (Belgium) 8002 35 55 (Luxembourg) So whether your shipment is urgent or less-time sensitive, lightweight or heavy, and whether you are exporting, importing or making a domestic delivery, you can rely on FedEx for all your European and worldwide shipping. We constantly upgrade and expand our services to meet your growing business requirements, and at the same time always ensure that our domestic services are fully integrated into our regional and worldwide delivery network. With FedEx you can be sure that we have shipping solutions to meet your every need. 8 9

Completing your Waybill for export, import and domestic shipments A FedEx Waybill is required for each shipment to ensure that it is delivered quickly and safely. One FedEx Waybill is required for each destination address, irrespective of how many packages the shipment contains. For international shipments, the international Air Waybill does not replace a Commercial Invoice. Example of an international Air Waybill Available on fedex.com under Ship. Information required on your FedEx Waybill: 1 Entering sender/recipient information The first step in processing a shipment is to enter information about the recipient of your package. If you select a recipient from your Address Book the recipient s details will be automatically completed by the system. You can store up to 2,000 recipients in your Address Book. 2 Specifying package details Select the type of service and the packaging you want to use. Select the number of packages in the current shipment. You can process up to 25 packages in a single shipment. For international shipments: Enter the weight and value of each package separately. If you re shipping documents set the declared value of shipment to zero. Indicate whether your shipment contains documents, or products and commodities. 3 Enter a description of the contents of your shipment. 3 Specifying billing details From the drop-down list, select the party that will be paying the shipping cost and the duties, taxes and fees. If you choose to bill the recipient or third party, you also need to enter their account number. Please note however that some countries do not allow you to bill the recipient or a third party, please check with Customer Service if you wish to choose one of these options. For import shipment : If you are also paying the duties and taxes, select Recipient but do not enter your account number again. You can also enter your reference information in the designated text box. Registration: Go to fedex.com, click on Ship and choose a user ID and password. Enter your personal details in the Contact Information section. You will then receive confirmation by email of your registered user ID. 1 2 Shipping with FedEx - take it easy with FedEx technology Save time with our automated shipping solutions and reduce the risk of error in completing your FedEx Waybill. Store shipping information (address, recipient, description of goods) to retrieve and use again for future shipments. Get a courtesy rate quote or schedule a pick-up. 10 Email notification You can choose to receive alerts via email when a shipment has been shipped, delivered or when there has been a critical event that affects delivery. Enter the email addresses of everyone you wish to receive notifications from ShipAlert. EXPORT and DOMESTIC import Print your FedEx Waybill Save your shipping documents When you have entered all details for your shipment, FedEx Ship Manager at fedex.com will generate a FedEx Waybill. You can print it onto plain paper. To save the international Air Waybill in digital format, select it from the list, click the print button and select a printer to print a digital file (Adobe PDF Writer or Microsoft Office Document Image Printer). Save the Air Waybill in PDF or TIFF format. Send the shipping documents to your shipper Send the international Air Waybill to your shipper so they can print and attach the documents to the shipment. 11

5 Completing your Commercial Invoice for all your international shipments Customs authorities require an invoice for all international shipments. This means a Commercial Invoice if the goods are intended for resale, or a Pro Forma invoice if they are not. If you complete your international Air Waybill online, this also enables you to automatically generate a Commercial Invoice. Information required on your Commercial Invoice: A Commercial Invoice is not required for commodities in free circulation shipped within the European Union (EU). It is mandatory for all shipments to countries outside the EU, except for documents that weigh less than 10 kg. Entering accurate and detailed information on the Commercial Invoice is a major factor in guaranteeing smooth customs clearance. The shipment must be accompanied by one original invoice plus two copy invoices, each with an original signature. For Imports : Save and send the Commercial Invoice To save the Commercial/Pro Forma Invoice in digital format, select it from the list, click the print button and select a printer to print a digital file (Adobe PDF Writer or Microsoft Office Document Image Printer). Send the Commercial/Pro Forma Invoice to your shipper so he can print and attach the documents to the shipment. 1 2 3 5 Name, address and VAT number of shipper/exporter. Name, address (including postcode and phone number) of recipient. Country of manufacture If the goods were made in more than one country, each country of origin must be stated next to each corresponding product. The country of origin is the country in which the goods were produced not the country from which they are exported. Give a complete description of the item(s). Generic descriptions are insufficient. You need to indicate: What it is What it is made of How many/how much How it will be used For example: 10 boxes of stainless steel screws for civil aircraft, rather than civil aircraft parts. Quantities. Show individual and column totals for the number of packages, quantity, unit of measurement, weight, unit value and total value. Specify the currency. Remember, several countries use the dollar sign ($), so it is important to specify the unique three-letter code for each currency, e.g. USD, CAD. The sign $ is insufficient. You can find the appropriate currency code on the website: www.iso.org and click on Customer Services section. 3 1 2 5 Whether exporting or importing - it s easy with FedEx technology Complete your Commercial Invoice quicker online Remove the need to complete paperwork manually by creating a Commercial Invoice automatically when you ship online using FedEx Ship Manager at fedex.com. Online help with all aspects of customs documentation Our online tool, FedEx Global Trade Manager on fedex.com (click on Customs Tools ), can indicate whether or not you require a Commercial Invoice and highlight any additional customs clearance forms that would be required to accompany your shipment. FedEx Global Trade Manager also gives detailed commodity and country information, information on relevant customs regulations, a currency converter and can even estimate shipping duties and taxes that would be due on your shipment. Commercial Invoice 12 13

6 Packing your shipment FedEx provides tough, easy-to-use packaging materials, at no extra cost. You can request them from fedex.com or call our Customer Service. Whatever your shipment weighs and whatever distance it is travelling, good packaging will protect it during its journey. You can also use your own packaging. FedEx no longer applies a limit on customs value for regular international shipments. A limit may still apply depending on destination and commodity shipped. Please call Customer Service for information. FedEx Envelope Can hold and protect up to sixty A pages. Maximum weight 0.5kg 2cm Packing tips for trouble-free carriage To ensure that your shipments arrive on time and in good condition, it is important to take time in packing and labelling them correctly. 32cm** Protect printed material in plastic covers. FedEx Pak Ideal for larger documents and compact products. Use padded packs for small parts. Maximum weight 2.5kg 30.cm Pack fragile items individually to prevent impact. Protect any sharp edges using bubble-wrap or corrugated card or foam. FedEx Tube For items that travel better when rolled up, e.g. blueprints, sketches and photos. Maximum weight 9kg FedEx Box Tough card boxes in three sizes. * Dimensions are internal ones. 2.8cm 29.2cm Small 26.9cm** 6cm 29.2cm 15.2cm 15.2cm Medium 33cm** 7.6cm 31.cm 96.5cm** Large.cm** 39.3cm** Seal packages using tough adhesive sheet or tape. Never tie packages with string, which can get tangled up in sorting machines. Remove all previous address details and other old labels from the packaging. Heavy or bulky freight shipments must be stacked on a pallet, skid or similar, that can be easily fork-lifted. Pack any heavy objects carefully to avoid them moving around inside the package. Distribute weight evenly. Stack boxes on a pallet squarely corner-to-corner. Keep the top level of the pallet flat, to minimise risk of loss or damage to cartons, and cover at least the top layer to give better protection. FedEx carries products that are defined as dangerous by IATA. These include items such as explosives, flammable gas and liquids, corrosive materials, but also items such as paintings, cosmetics and alcohol (above certain volumes). International regulations are strict and shipping calls for meticulous verification by international specialists in shipping dangerous goods. For more information please call Customer Service on 0800 0222 333 (Netherlands) or 02 752 75 75 (Belgium) or 8002 35 55 (Luxembourg). Whether exporting or importing it s easy with FedEx FedEx 10kg Box and FedEx 25kg Box: an express delivery service for any shipments up to 10kg or 25kg, at a competitive, fixed price. FedEx 10kg Box and FedEx 25kg Box cannot be used when shipping or for any domestic shipments. 25kg 10kg 1cm** 33cm 25cm 33cm 51cm** 3cm Dangerous goods are not accepted in FedEx packaging. Learn more with our How to pack video http://www.fedex.com/be/how-to-ship/export-shipping-guide/pack-shipment.html 1 15

7 Booking your collection When your documentation is complete and the shipment is ready to go, you can book your FedEx collection directly online or by calling Customer Service. You can also pre-arrange a pick-up later in the week or the month. For Imports: While sending the Air Waybill and the Commercial/Pro Forma Invoice images to the shipper, ask him to book a pickup when the shipment is ready by calling FedEx Express Customer Service in his home country. 9 Your FedEx Invoice Shipping with FedEx - it s easy with FedEx technology Book the pick-up of your shipment in just one click on fedex.com Just go to fedex.com, click on the navigation menu Ship, log in with your user ID and password, and you are ready to organise the dispatch of your shipments. For imports, shipper can book a pick-up online from his local fedex.com with his account number. Confirmation of the pick-up can be sent to up to email addresses. You can cancel a previously scheduled pick-up online. All international and domestic shipments will be entered on the same FedEx invoice with the details as indicated below. 1 Shipper Reminder on the name and full address of the sender s location. 2 Recipient Reminder on the name and full address of the recipient. 8 Tracking your export, import and domestic shipments To find out exactly where your shipment is at any time, simply go to our website fedex.com, 2 h a day, 7 days a week thanks to our full suite of visibility solutions, you can always find the location of your shipment and get proof of delivery information, including the time the goods were delivered and the name of the recipient. Online On fedex.com, enter the 12-digit tracking number shown on your FedEx Waybill and click on Track to follow the progress of your shipment. You can also sign up for exception and delivery notifications. Send an email to track@fedex.com with the tracking number and receive an email back within few minutes. On the History page of FedEx Ship Manager at fedex.com, simply select the shipment you wish to track. Phone at 0800 0222 333 (Netherlands) or 02 752 75 75 (Belgium) or 8002 35 55 (Luxembourg) Use our convenient touch-button service: Press 3 to check the status of your shipment. Through a FedEx Customer Service agent Press *0 to be connected to a Customer Service agent. Download your FedEx Smartphone tracking application 7 1 2 5 6 8 3... /... 3 Weight The weight of your shipment may be checked before being loaded onto our aircraft. If the actual weight is different from the declared weight on the FedEx Waybill your invoice will show the actual weight. Fuel Surcharge FedEx applies a dynamic fuel surcharge onto all international shipments depending upon variations in the price of aviation jet fuel. For domestic shipments, FedEx applies a fuel surcharge linked to the diesel fuel index. 5 Service Type of FedEx Service used. 6 Discounts Discounts are in accordance with your FedEx contract. They are calculated on the basis of your shipping volume with FedEx and are deducted from the gross shipping price. Whether exporting, importing or shipping domestic, monitoring your shipping activity is easy with FedEx technology Each time you log onto FedEx InSight, you can view the updated status of all your shipments inbound, outbound, domestic and third party. You can also receive email notification of important events throughout the shipping process. This could be when your shipment has received customs clearance, when delivery is incomplete due to an unknown address or when your shipment has been successfully delivered. FedEx InSight can save you valuable time and is available 2-hours-a-day, free of charge, on fedex.com. Details of how to pay the invoice are on the reverse of the invoice. For Imports, you will receive Duty and Taxes invoice separately. 7 Reference: Repetition of the internal reference you mentioned on the FedEx Waybill. 8 Payment Due Standard Payment terms for freight charges are 15 days from date of invoice and Duty and Tax invoices are payable on receipt of invoice. 16 17

FEDEX: YOUR GLOBAL SHIPPING PARTNER Import, export, or domestic, heavy or lightweight, urgent or less time-sensitive FedEx has a comprehensive portfolio of services to meet your exact shipping needs. And whenever you require highly specialised assistance, our highly experienced staff are ready with all their unrivalled expertise to suggest the ideal shipping solution for you. Take advantage of FedEx specialised Dangerous Goods service to benefit from fast transit times, door-to-door delivery, customs clearance, complete shipment tracking and proof of delivery. Improve the efficiency of your logistics operations by using FedEx Supply Chain Management and IT expertise: FedEx Supply Chain Services. Speed delivery times for your more complex import and export requirements by using FedEx range of special customs clearance services: FedEx Customs Brokerage Services. Enhance the cost-effectiveness of your Express bulk shipment deliveries: FedEx International Priority DirectDistribution. Contacting FedEx To find out more about FedEx Services - Visit our web site at fedex.com - Call our Customer Service on: 0800 0222 333 (Netherlands) 02 752 75 75 (Belgium) 8002 35 55 (Luxembourg) 18

All shipments are subject to the Federal Express Conditions of Carriage for EMEA (www.fedex.com/nl/services/terms - www.fedex.com/be/services/terms - www.fedex.com/lu/services/terms). For further details, contact our Customer Service - RMP Advertising - RCS Paris B 998 610 810 - Photos: Getty Images, Manchan, Walter Hodges - FedEx - Printed in Europe - August 2012.